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The 5 Upgrade Headaches…And How To Avoid Them p2
Table of Contents
Executive Summary 3
Further Resources 19
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The 5 Upgrade Headaches…And How To Avoid Them p3
Executive Summary
Enterprise applications should deliver strategic value to customers, not drain
resources through inefficient application management. The problems caused by
application upgrades have become so commonplace however that they are often
accepted as ‘a necessary evil’. At Axios Systems, we believe it is the responsibility
of the vendor to ensure customers can upgrade quickly and easily to access the
functionality they need and gain maximum value from their investment.
This white paper outlines the five most common problems relating to upgrading
an enterprise IT Service Management (ITSM) solution, and how assyst avoids or
minimizes these issues to reduce costs and optimize the value that our customers
gain.
If your organization suffers from any of these upgrade headaches, then read on:
1. Application complexity
2. Migrating customizations and integrations
3. Withdrawn support and solution sun-setting
4. Too little, too late
5. Version incompatibility - multi-stage upgrades
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The 5 Upgrade Headaches…And How To Avoid Them p4
When one manager of a certain framework vendor’s ITSM solution was asked to
map out a project plan for upgrading to the latest version, he indicated this:
. Milestone 1: Begin
. Milestone 2: False sense of hope
. Milestone 3: Unwelcome sense of reality
. Milestone 4: Depression
. Milestone 5: Desperation
. Milestone 6: Quit your job
. Milestone 7: Go fishing
The impact of upgrading a framework vendor’s ITSM solution is a long and arduous
upgrade project, which can last many months or even years. The effort involved,
combined with a lack of internal IT resources and the vendors’ inability to support
their own customers, has resulted in third-party consulting organizations entering the
market to manage and support clients’ upgrade projects. Engaging a consulting
organization equates to a huge capital cost that further adds to the Total Cost of
Ownership (TCO), reduces Return On Investment (ROI) and decreases the business
value of the solution by impacting end users over an extended period of time. On
top of this, the complexity of the solution means there is considerable potential for
the upgrade project to fail entirely and force a complete reimplementation, which
could last another 12-18 months.
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The 5 Upgrade Headaches…And How To Avoid Them p5
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Download the
Full Whitepaper
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The 5 Upgrade Headaches…And How To Avoid Them p7
Its core solution, assyst, built around its Configuration Management Database
(CMDB), intuitively steers users through the ITIL (Information Technology Infrastructure
Library) processes which help organizations transition toward the next generation
of ITSM and Service Desks. assyst offers a unique lifecycle approach to ITSM with
the integration of all ITIL processes (including Incident, Capacity, Problem, Change,
Asset, Configuration and Service Level Management), twelve of which have been
verified by Pink Elephant’s PinkVERIFY service as compatible with industry best
practices (based on ITIL V3), in a single, out-of-the-box application. It empowers
management with a dashboard-based transparent view of real-time performance
against Service Level Agreements (SLA) and Operations Level Agreements (OLA)
using Web 2.0 technologies.
Axios is headquartered in the UK, with offices across Europe, the Americas,
Middle East and Asia Pacific. Axios’ global presence is further strengthened with a
worldwide network of partners.
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The 5 Upgrade Headaches…And How To Avoid Them p19
Further Resources
Upgrading your ITSM Tool? Think about the TCO webcast - available for playback
on the Axios Systems website.
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Download the
Full Whitepaper
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